Contact center agents have to handle a lot of data—and have to funnel it fast to handle customer requests. A knowledge base (KB) can act as a crystal ball to solve issues, but one industry analyst ...

CRM and knowledge management (KM) were once considered entirely different disciplines, with the two sharing little but perhaps the same data warehouse hardware and a vague understanding that both ...

Salesforce.com said Wednesday that it will acquire InStranet, which provides knowledge management software for call centers, and integrate its technology with its existing CRM customer service and ...

The customer relationship management (CRM) software market is booming — and it doesn’t seem to be slowing down anytime soon. In fact, Fortune Business Insights predicts the global market will nearly ...

Traditional knowledge management programs focus on distilling knowledge into systems of record, which end up being underutilized for a number of reasons, chief among them because they cannot contain ...